Sondra Wescoat
Winter Springs FL
Summary
Dynamic Sr. Manager at Another Broken Egg of America, LLC, skilled in strategic planning and cross-functional collaboration. Enhanced team performance through targeted coaching, achieving significant improvements in guest satisfaction. Proven track record in operations management and talent development, driving organizational success with innovative training programs and effective problem resolution.
Overview
37
37
years of professional experience
Work History
Sr. Manager Guest Satisfaction & Analytics
Another Broken Egg of America, LLC
04.2022 - Current
- Provided strong leadership to enhance team productivity and morale.
- Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Mentored junior staff members for skill development and career progression within the organization.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Manage three Training Support Specialists and thirty Cafe Trainers for openings.
- Develop Territory Managers and Regional Franchise Consultants.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Implemented and developed operational standards, policies and procedures.
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
Training Manager
Another Broken Egg of America, LLC
04.2020 - Current
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
- Spearheaded adoption of new Learning Management System (LMS), enhancing efficiency of training delivery and tracking.
- Customized leadership development programs for emerging leaders, preparing them for future managerial roles.
- Achieved significant improvement in training engagement by customizing content to meet unique needs of each department.
- Developed comprehensive training modules for enhancing employee skills, leading to improved job performance across departments.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Conducted training courses and prepared videos for long-term use.
- Directed field training to enhance participants' skills.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Directed training programs and development paths for managers and supervisors.
Beverage Manager
Another Broken Egg of America, LLC
04.2017 - Current
- Designed creative cocktail recipes that became popular among guests, driving repeat business.
- Selected wine, beer and alcohol products based on customer feedback and local product availability.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Established strong relationships with suppliers, securing high-quality products at competitive prices.
- Maintained highest standards for beverage quality and service.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Worked closely with chefs on pairing recommendations for food menus enhancing dining experiences.
- Developed staff training programs to enhance employee knowledge and skillsets in the beverage industry.
- Monitored market trends to stay ahead of competitors in offering unique beverages tailored to customer preferences.
- Maintained compliance with all local, state, and federal regulations pertaining to alcohol sales and service protocols.
Training Support Specialist
Another Broken Egg of America, LLC
01.2013 - Current
- Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
- Offered assistance in implementing and developing training programs.
- Coordinated and lead the opening of 49 cafes.
- Programmed and maintained Point of Sale System to align with inventory module.
- Created Audits to maintain Brand Standards.
- Liaison between Franchisees and Corporate Office.
- Developed Culture of the Brand and implemented training.
Administrative Assistant
Bonefish Grill
01.2007 - 01.2013
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Maintained inventory of office supplies and placed orders.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Point of Sale programming, payroll and scheduling functions.
Lead Server Trainer
Bonefish Grill
01.2003 - 01.2013
- Increased staff retention through effective communication and fostering a positive work environment.
- Maintained up-to-date knowledge on industry trends and best practices in order to continually update training methods.
- Oversaw the implementation of new menu items, ensuring proper training on ingredients and preparation techniques.
- Taught staff how to deliver outstanding service to every customer.
- Opened two locations.
- Actively participated in weekly management meetings, contributing valuable insights and suggestions to enhance overall restaurant operations.
- Developed comprehensive training materials to support new hires in mastering essential skills.
Server Shift Leader
Walt Disney World Resort
02.1988 - 12.2002
- Cultivated warm relationships with regular customers.
- Promoted a positive work environment, fostering teamwork through regular communication and recognition of outstanding performances.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Handled table service and other dining room tasks to address shortfalls due to unexpected absences or unusual service volumes.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Addressed and resolved customer conflicts with managed waitstaff, verifying satisfactory outcomes for involved parties.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Worked in fine dining locations, outdoor foods, employee cafeteria as a shift lead.
Education
No Degree - Hotel, Resort And Restaurant Management
Schenectady County Community College
Schenectady, NYSkills
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
- Talent development
- Organizational improvement
- Reporting management
- Corporate communications
- Database development
- Teamwork and collaboration
- Team leadership
- Problem-solving
- Training and development
- Problem resolution
- Team development
- Employee development
Timeline
Sr. Manager Guest Satisfaction & Analytics
Another Broken Egg of America, LLC
04.2022 - Current
Training Manager
Another Broken Egg of America, LLC
04.2020 - Current
Beverage Manager
Another Broken Egg of America, LLC
04.2017 - Current
Training Support Specialist
Another Broken Egg of America, LLC
01.2013 - Current
Administrative Assistant
Bonefish Grill
01.2007 - 01.2013
Lead Server Trainer
Bonefish Grill
01.2003 - 01.2013
Server Shift Leader
Walt Disney World Resort
02.1988 - 12.2002
No Degree - Hotel, Resort And Restaurant Management
Schenectady County Community College
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